Support Analyst

About Colabe

Colabe is an AI platform that democratizes access to artificial intelligence for small and medium businesses. We build proprietary technology, autonomous AI, and an ecosystem that connects businesses to intelligent solutions for automation, support, and management.

Job summary

The Support Analyst will be responsible for customer service at Colabe, helping with platform usage, resolving technical questions, and ensuring a smooth experience from the first access. This is a key position for maintaining customer satisfaction and reducing operational friction.

Responsibilities

• Serve customers via chat, email, and video calls with agility and empathy
• Help onboard new customers: initial setup, integrations, and first steps with AI
• Diagnose and resolve technical issues related to the platform
• Document bugs, feedback, and recurring suggestions for the product team
• Create and maintain knowledge base and help center articles
• Escalate complex issues to the engineering team with clear context
• Track support metrics: response time, satisfaction, and resolution

Requirements

• Clear, didactic, and patient communication
• Ease with technology, web systems, and admin panels
• Organization for logging information and support history
• Ability to follow support workflows and improve them with the team

Nice to have

• Previous experience with technical support, helpdesk, or SaaS customer service
• Basic knowledge of APIs, integrations, or automation tools